Frequently Asked Questions

Rent

Pricing & Fees

How is the rental price calculated?

Rental prices are calculated per day and may vary depending on the characteristics of the vehicle, the times of the year, promotional actions and other special conditions. A one-time service fee is added to the price of each reservation.

Unless expressly stated otherwise, all our prices include VAT at the prevailing rate.

In addition to a "BASIC" protection plan, all rentals also include a bed kit, kitchen kit, cleaning kit, camping kit, first aid kit, gas and AdBlue.

The one-off service fee covers vehicle preparation, check-in briefing and roadside assistance.

The BASIC protection plan includes the following coverages: (i) Unlimited kms – no limitation of kms; (Ii) Circulation with Borders – allows you to circulate only in Portugal; ((iii)Civil Liability – applicable in the first accident, protects the authorized driver from the payment of compensation for material and/or bodily damage caused to third parties up to €50,000,000.00 (fifty million euros); (Iv) 24/7 Roadside Assistance – provides for the towing of the vehicle and the transport of persons and goods in the event of a breakdown of the vehicle and (v) Own Damage – covers material damage caused to the vehicle as a result of an accident, with a limit of liability (normal deductible) of €1,950.00 (one thousand nine hundred and fifty euros).

All  protection plans, exclude  any loss, theft or damage (cracked, broken, scratched, burned) due to:
• Vandalism or burglary;
• Breach of a clause of the contract;
• Deliberate conduct, influence of alcohol, drugs or any substance that reduces driving ability;
• Any loss, damage or theft of personal property;
• All repair or replacement costs due to loss, theft or damage caused to the interior of the vehicle (equipment, accessories, extras or any other material);
• Careless or negligent behavior of any nature or failure to comply with locally established road rules, resulting in damage to the vehicle, or to the property of others;
• The cost to collect or retrieve the vehicle from any restricted, submerged, trapped or abandoned area;
• Damaged by submersion in water or in contact with salt water, driven on unpaved or poorly maintained roads, flooded areas, on the beach and on dirt roads.
• The cost of replacing keys that have been damaged, lost, stolen, or locked inside the vehicle;
• Drivers not identified in the rental agreement, or drivers with a cancelled/expired driver's license;
• Any cost associated with the incorrect use of fuel;
• All damage caused under the body of the vehicle or above the windscreen line, if there is no collision with a third party;
• Any damage caused by running over an animal while driving.

Minimum age and documentation

Is there a minimum age limit to drive your motorhomes?

The minimum age of the driver is 21 years old.
Drivers under the age of 23 are subject to an additional/daily supplement (young driver).

To drive one of our motorhomes, you must hold a valid driving license or international driving permit category B (light vehicles), obtained more than 2 years ago at the time of pick-up of the vehicle.

Reservations & Payments

Are there any minimum rental periods?

The minimum rental period may vary depending on the models and seasons of the year.

All our rentals include unlimited kilometres.

The confirmation of the reservation requires the payment of 50% of the total amount of the contracted services, fees and taxes included. At no additional charge, payment can be made with a debit card or credit card. We also accept payment through PayPal or MB Way. Once the proper collection and acceptance of the terms and conditions of the rental are assured, the process is concluded with the sending of the respective Booking Confirmation by email. The remaining 50% will be settled up to 15 days before the start date of the rental, preferably by bank transfer. If the reservation is made up to 15 days before the start of the rental, the full amount must be paid.

Cancellation and Amendment Policy

What should I do if I need to cancel my booking?

To cancel your booking, you send us an email (using the same email address you used for your booking) with the details of your booking confirmation.

We guarantee a refund of the amounts paid, in the event of cancellation occurring more than 30 days before the agreed date for the start of the rental, less all financial charges borne by the Landlord (Stripe, PayPal, etc.). If the cancellation of the reservation occurs between 29 and 15 days before the agreed date for the start of the rental, the amount paid at the time of the reservation will not be refunded, corresponding to 50% of the total contracted services, fees and taxes included, (application of the cancellation fee). The remaining 50% will not be charged. If the cancellation of the reservation occurs within 14 days before the agreed date for the start of the rental, the total amount indicated in the Booking Confirmation will be charged (no-show fee applies).

For reasons of Force Majeure, in particular, any circumstances beyond the reasonable control of the Parties, including, but not limited to, natural disasters, imposition of supervening legal or administrative obligations by state or supra-state authorities, war or state of emergency, riots, civil disturbance, acts of terrorism, fire, explosion, flood, extreme weather, epidemics, lock-outs, strikes, lack of workers, material and services and absolute inability to obtain the supply of them, reservations made may be rescheduled or cancelled up to 48 hours before the date agreed for the start of the rental. In the event of cancellation, the amounts paid so far will be converted into a voucher that can be used up to a maximum of 12 months after the date of cancellation.
The request for rescheduling or cancellation will be considered valid only if communicated in writing, via email, to [email protected]. The voucher can be used for a rental of any model of campervan from Mr.Vancamper (subject to availability). In the case of a booking with a higher price than the amount remaining on the voucher, it will only be necessary to pay the difference of the value to confirm the booking.

Pickups & Returns

Collection Procedures

What documents do I need to present to pick up the motorhome?

The driver and additional drivers, in addition to their driving licenses, must also present a valid identification document (ID card or passport). The credit card holder will have to be present at the time of delivery of the vehicle

If the documents referred to in the previous point are not submitted (copies will not be accepted), the contract cannot be executed and a "no-show fee" will be applied.

The pick-up service runs between 10:00 AM and 5:00 PM. Subject to availability, you may request, at the time of booking, an anticipation or postponement of the pick-up time, upon payment of an additional fee (out-of-hours pick-up fee).

You can pick up the motorhome in Lisbon, Porto and Faro. In Porto and Faro an additional fee (relocation fee) will be charged.

Late collection or early return of the vehicle does not entitle you to any refund for the unused rental period. However, as soon as you become aware of the situation, please contact us. We will try to find a solution for transportation and accommodation if necessary.

Yes, at the time of pick-up, a detailed check of the motorhome is carried out by the driver, together with one of our assistants, in order to update the information on the condition of the vehicle in the rental agreement.

Yes. We will try to ensure that the fuel tank is topped up. If this is not possible, the fuel level will be recorded in the contract (special conditions).

Return Procedures

In what conditions should I return the motorhome?

The motorhome must be returned in the same condition in which it was delivered, at the agreed place, date and time, in good condition of use and cleanliness, with the wastewater tank and chemical toilet empty, with the respective equipment, accessories and documents, equipped with tires in good condition and a certified fuel tank. If the motorhome has levels of dirt contrary to its prudent and normal use, namely with garbage, sand, mud or any debris, dirty kitchen utensils, unplugged refrigerator with food inside, the waste water tank unemptied, requiring an extraordinary and thorough cleaning of the interior and exterior of the vehicle, instead of a simple and routine cleaning, As would be possible in a self-service manual washing centre, the amount of €120 (extraordinary cleaning) will be charged. In the event that the motorhome is not returned with the fuel tank attested, the missing fuel will be charged, plus €25.00 (refueling fee).

The return service operates between 10:00 am and 5:00 pm. Subject to availability, you may request, at the time of booking, an anticipation or postponement of the return time, upon payment of an additional fee (out-of-hours return fee).

You can return the motorhome in Lisbon, Porto and Faro. In Porto and Faro an additional fee (relocation fee) will be charged. At the time of return, a detailed check of the condition of the vehicle will be carried out in the presence of the driver and one of our operatives.

Only in Porto and Faro will an additional fee (relocation fee) be applied.

The extension of the rental duration is subject to the availability of the vehicle. You must obtain our prior written agreement and make the advance payment of the corresponding amounts. In this case, you should always have with you copies of the Contract that demonstrate the extension of the rental.

The delay should be communicated as far in advance as possible in order to allow operations to be coordinated with our assistants. If the return is made outside of our normal opening hours, an additional fee may apply (out-of-hours return fee).

Campervans

Models and features

What models are available?

We have 4 models available: CALIFORNIA COAST, GRAND CALIFORNIA 600, EXPLORER and GRAND EXPLORER.
The California, with a manual transmission, comes equipped with a BlueMotion 2.0TDI 110PS engine, while the one with an automatic transmission comes equipped with a BlueMotion 2.0TDI 150PS DSG engine;
The Grand California, with automatic transmission, comes equipped with a BlueMotion 2.0TDI 177hp DSG engine.
The Explorer (Fiat Ducato) comes equipped with a 120hp engine and 6-speed manual transmission;
The Explorer (Citröen Jumper), available from July 2024, comes equipped with a 140hp engine and 6-speed manual transmission
The Grand Explorer, with a 6-speed manual transmission, comes equipped with a 140hp engine.

Yes. All our motorhomes have modern air conditioning systems that adjust the interior temperature in a matter of seconds, thus providing fresh air on the hottest days.

Yes. All our motorhomes are equipped with an independent auxiliary heating system, ensuring greater comfort on colder days.

Extra

Do I need to bring bed linen?

In all rentals we include a bed kit (duvet, pillows and bed sheets). You can rent an individual bath kit (1 body towel + 1 face towel) as an extra.

In all rentals we include a complete kitchen kit and a cleaning kit.

Families travelling with children have the possibility of renting car seats with the "ISOFIX" system, subject to availability. To do this, it is necessary that at the time of booking you mention this need, informing us of the age and weight of the children. If you prefer, you can bring your chair.

Additional Extras

Can I book extras or additional equipment?

Subject to availability, it is possible to rent extra equipment, either at the time of booking online or directly at the time of pick-up of the vehicle: (i) Bath kit, (ii) Wireless Internet access (WIFI), (iii) Barbecue, (iv) Camping chairs, (v) Beach Kit (1 sun hat + 2 beach towels), (vi) Child seat, (vii) Solar shower, (viii) Chemical toilet, (ix) Bathroom kit (cabin + chemical toilet + solar shower), (x) Roof racks, (xi) Paddle board, (xii) Bicycle rack, (xiii) Bicycle, (xiv) Camping tent (2 pax), (xv) Hammoc, (xvi) Leveling blocks, among others.

Protection Plans

What is covered by the protection plan included in the rental?

All rentals include a "BASIC" protection plan with the following coverages:
(i) Unlimited kms;
(ii) Civil Liability (RC);
(iii) 24/7 Roadside Assistance;
(iv) Own Damages (PD) with a limit of liability (normal deductible) of €1,950.00;
(v) Circulation only in mainland Portugal.

With an increase in the price per day of the rental, other protection plans can be contracted: The "SUPER" Protection Plan, with a reduced excess limit – €900.00 (nine hundred euros), in addition to the coverage provided for in the "BASIC" plan, also allows the main driver to indicate another authorized person to drive the vehicle: Additional Driver (+1). It also allows circulation in Portugal and Spain; The "BEST" Protection Plan, with a minimum deductible limit – €450.00 (four hundred and fifty euros), in addition to the coverage provided for in the "BASIC" plan, includes: (i) Glass Coverage – covers losses resulting from isolated glass breakage up to €1,000 (one thousand euros). This cover does not extend to headlamps, rear-view mirrors, roofs or sunroofs, panels or windows made of synthetic materials, (ii) Tyre Coverage – covers the first accidental damage to a tyre (puncture) and (iii) also allows the main driver to indicate up to 3 (three) persons authorized to drive the vehicle: Additional Driver (+3). It allows circulation in Portugal and Spain.

You can contract other coverages, namely:
Young Driver – drivers under the age of 23 are subject to an additional daily supplement of €10;
Additional driver – When the BASIC protection plan is selected, it is possible to indicate an additional driver, upon payment of a daily amount of €10;
Circulation at borders – Allows you to circulate in the countries of the European Union, Iceland, Norway, Switzerland, Albania, Andorra, Bosnia and Herzegovina, Moldova, North Macedonia, Montenegro, Serbia and Great Britain.

Pets

Are pets allowed?

We're sorry, but pets are not accepted in our motorhomes.

Travel

Suggestions

Can you help me with suggestions of places to visit?

Of course! We have several suggestions to present to you, depending on the rental period. Our team is committed to making your trip an unforgettable experience. From the beginning to the last day of the trip we will be available to provide you with all the support you need.

In Portugal, the parking of motorhomes for the purpose of staying overnight is only allowed in camping and caravan parks or in duly identified places, namely motorhome service areas. These areas have, as a general rule, all the conditions for electricity supply, changing rooms and wastewater dumping areas.

In the list of tourist circuits that we have prepared there are campsites where you can stay overnight. In any case, do not hesitate to contact us whenever you want clarification or additional information.

The Basic Protection Plan only allows circulation within the territory of mainland Portugal. The Super and Best Protection Plans allow circulation in Portugal and Spain. With the additional supplement "S/Fronteiras Circulation" you can circulate in the countries of the European Union, Iceland, Norway, Switzerland, Albania, Andorra, Bosnia and Herzegovina, Moldova, North Macedonia, Montenegro, Serbia and Great Britain.

Roadside assistance

What should I do if the motorhome has a problem during the trip?

If you become aware of any technical problem with the vehicle, in particular the warning notices on the vehicle's instrument panel, you should immediately stop it and contact us, or in the case of outside office hours, roadside assistance which, if justified, will ensure the towing of the vehicle and the transport of people and goods.

In the event of an accident, you must fill out the Amicable Declaration of Motor Accident (DAAA) and call the authorities. Then, you must report the occurrence to us and deliver all the documentation related to the claim.

All our vehicles are equipped with a toll payment method that allows, through the use of an identifier (Via Verde), to determine the value of the toll fee. You must provide a valid credit card to cover the payments due, accepting that debits may occur after the end of the contract, provided that the use of the road infrastructure has taken place during its term. If the service is used, an administrative fee of €20.00 is added to the toll price.